Hello Shopify Community Team,
I am writing to formally request a manual re-evaluation of my Shopify Payments eligibility for my Hong Kong-based business. My account was recently disabled by the Merchant Verification team (Andrew) citing “insufficient evidence of physical presence,” and I have been told I must wait 6 months to appeal.
I strongly believe this is a misunderstanding or an oversight in the review process, as my business is fully operational and physically located in Hong Kong.
I have already submitted the following authentic documents, yet they seem to have been overlooked:
Physical Studio Lease Agreement: A valid contract for my actual workspace in Hong Kong (not a virtual office or mailbox).
Utility Bills: Electricity bills tied to the studio address in the company’s name.
Business Registration: Full Hong Kong corporate documentation.
Identity Proof: Passport of the legal representative.
Operational Proof: Shipping records from my overseas warehouse and supply chain details.
The core of my frustration: The rejection email mentioned “virtually rented addresses,” but my studio is a real, physical location where work is conducted. Being barred from Shopify Payments for 6 months without a clear explanation of why these specific documents were deemed insufficient is severely damaging my business operations.
I have invested significantly in the Shopify ecosystem, but this roadblock is forcing me to reconsider the platform’s viability for my brand.
What I am requesting:
A human manual review of the documents I have already provided.
Specific clarification on which document failed the “physical presence” test so I can provide additional proof if necessary (e.g., photos of the studio, staff records, etc.).
An exemption from the 6-month waiting period to resolve this immediate threat to my business.
I am a legitimate merchant dedicated to building my brand on Shopify, and I hope for a fair and transparent review process.
Ticket Number: [8ef42e9c-72bd-4c8b-8b58-cd404ad49429]
Looking forward to a resolution.
Best regards,